Customer Experience Account Manager

Enviri Corporation•Peachtree Corners, GA

9d•$65,000 - $70,000

About The Position

The Customer Experience Account Manager (CXAM) serves as a strategic commercial liaison aligned with the sales team, proactively managing customers within a designated territory. The role delivers Clean Earth’s service experience, develops long-term customer partnerships, and supports customer growth. The CXAM is accountable for mitigating churn, expanding share of wallet, and maintaining customer satisfaction through proactive engagement and data-driven insights. The position manages assigned account relationships and performance against territory quota and roster metrics; conducts customer business reviews; identifies retention and service expansion opportunities; and monitors account health. It also supports account lifecycle activities, coordinates order completeness and fulfillment, collaborates with regional Territory Account Managers, escalates service issues, and supports pricing alignment, invoice accuracy, and service-level adherence. The CXAM produces customer and performance reports and may mentor team members or lead team meetings as requested.

Requirements

Bachelor’s degree in business, environmental sciences, marketing, or a related field, or equivalent experience.
At least 3 years of experience in customer service or account management; 5 years with a high school diploma.
Strong communication, analytical, and organizational skills.
Proficiency with CRM and Microsoft Office Suite.
Willingness to travel up to 30%.

Nice To Haves

Familiarity with regulatory frameworks such as RCRA, DOT, DEA, and OSHA.
Experience with Salesforce.com or familiarity with a related CRM system and practices.

Responsibilities

Serve as the primary relationship owner for assigned territory accounts.
Engage customers to understand their needs and preferences and ensure the organization delivers accordingly.
Manage account performance against territory quota and roster metrics.
Conduct regular customer business reviews and present strategic insights cross-functionally.
Proactively reduce churn and identify opportunities to expand service offerings.
Quote accounts using the existing price book and strategic account approach.
Answer customer questions and address concerns effectively and promptly.
Monitor account health through analytics and proactive engagement.
Drive lifecycle management for profiles, contracts, accounts receivable status, and onboarding of new accounts.
Collaborate with Customer Experience Specialists to ensure order completeness and fulfillment.
Partner with regional Territory Account Managers to generate new profiles and communicate approval status.
Escalate service issues using the customer complaint tool and ensure closed-loop resolution.
Support pricing alignment, invoice accuracy, and service-level agreement adherence.
Generate actionable customer and performance reports to support operational and financial goals.
Track customer satisfaction and monitor account performance.
Mentor team members as assigned by management and lead team huddles and meetings as requested.
Perform other related tasks as assigned.